Senior Customer Advocate

JOB SUMMARY

The Senior Customer Advocate is responsible for managing all customer cases aligned with their specific retail zone and select Home Building Facility’s. The Senior Advocate will work with Home Centers, Home Building Facilities, Customers, and executive leadership to help resolve cases originating from corporate complaints filed with the Customer Advocacy Team. In addition to handling corporate complaints, they are also responsible for responding to State complaints, Attorney General complaints, Better Business Bureau complaints and Berkshire Hathaway complaints. The Senior Advocate also provides support to our General Managers, Customer Care Managers, and Regional Vice Presidents to address potential customer issues before they escalate. They also provide the company with regular reporting, analytics into areas of opportunities for each business unit, and developing and executing training around Customer Experience and best practices related to CX.

JOB FUNCTIONS

Communication/ Collaboration/Mediation with Customer, Home Centers, Home Building Facilities, and executive leadership to resolve all customer advocacy cases

• Regular case follow up’s.
•  Setting up and coordinating mediation calls and meetings with respective teams in the field.
• One on One meetings with GM’s CCM’s and RVPs to resolve and discus issues related to cases

Handle all BBB, AG, BRK, and State complaints that are assigned to Clayton

• Review case specific information with respective business unit.
• Coordinate responses and gather facts to develop responses
• Discus response requirements with various state and AG offices
• Draft all responses and review with Corporate legal when necessary

Reporting/ Analytics/ Case Studies

• Pull data from Vantage needed for reporting
• Provide weekly and yearly reporting
• Identify areas of opportunities through reporting
• Regular evaluation of reporting with leadership to ensure effectiveness
• Provide Reporting on a need’s bases
• Identify Home Centers, HBF and IRP to perform case studies on
• Pull supporting data from NPS and Social Media

Proactive CX and Customer resolution assistance/ Training/ Best Practices

• Work with HC’s, HBF’s, and Executive leadership to address and recommend strategies to handle customer issues before they escalate to a corporate concern.
• Develop training around customer concerns, best practices and CX
• Attend Regional and Zone meetings
• Work with Retail Training and HBG training to identify areas of need

Handle all Customer Data request

• Evaluate customers CCPA request
• Pull queries to determine data available
• Work with business units to determine what data Clayton has
• Respond to customer request via writing or phone
• Review Request with Corp Legal when needed

Other duties as assigned

This job description is not an exhaustive list of all the functions that a team member and other duties may be assigned.

Why Clayton?Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Clayton provides competitive 401K programs, including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.As part of Clayton’s commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.Clayton is proud to have earned spots on the following Forbes lists: America’s Best Employers, America’s Best Employers by State, Best Employers for Diversity, Best Employers for Women.At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members.Clayton’s Home Office campus offers an onsite restaurant, onsite fitness facility with full gym, in-person and virtual workout classes, yoga / barre studio, volleyball and basketball courts, walking paths, and a disc golf course.Clayton is committed to a diverse and inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Business Unit - B00015

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